Electronic service quality of Facebook social commerce and collaborative learning

Computers in Human Behavior

Volumn 51, Issue , 2015, Pages 1395-1402

  Wu, Yen Chun Jim ^a   Shen, Ju Peng ^b   Chang, Chan Lan ^c  

^a NATIONAL TAIWAN NORMAL UNIVERSITY   (Taiwan)

^b NATIONAL SUN YAT SEN UNIVERSITY   (Taiwan)

^c SHU TE UNIVERSITY   (Taiwan)

Author keywords

Co learning; e SQ; Fuzzy AHP; Social commerce; Social media; VIKOR

Indexed keywords

ANALYTIC HIERARCHY PROCESS; COMMERCE; CONSUMER BEHAVIOR; DISTRIBUTED COMPUTER SYSTEMS; HIERARCHICAL SYSTEMS; MARKETING; QUALITY OF SERVICE;

CO-LEARNING; FUZZY AHP; SOCIAL COMMERCES; SOCIAL MEDIA; VIKOR;

SOCIAL NETWORKING (ONLINE);

CLINICAL ARTICLE; HUMAN; LEARNING; QUESTIONNAIRE; SOCIAL MEDIA; SOCIAL NETWORK; STUDENT;

EID: 84969168242     PISSN: 07475632     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.chb.2014.10.001     Document Type: Article

References (72)

1. S. Akinci, E. Atilgan-Inan, and S. Aksoy Re-assessment of E-S-Qual and E-RecS-Qual in a pure service setting Journal of Business Research 63 2010 232 240
2. A.M. Aladwani, and P.C. Palvia Developing and validating an instrument for measuring user-perceived web quality Information & Management 39 6 2002 467 476
3. P. Alpar, M. Porembski, and S. Pickerodt Measuring the efficiency of Web site traffic generation International Journal of Electronic Commerce 6 1 2001 53 74
4. S.J. Barnes, and R.T. Vidgen An integrative approach to the assessment of E-commerce quality Journal of Electronic Commerce Research 3 3 2002 114 127
5. H.H. Bauer, T. Falk, and M. Hammerschmidt ETransQual: a transaction process- based approach for capturing service quality in online shopping Journal of Business Research 59 2006 866 875
6. S. Cai, and M. Jun Internet users' perceptions of online service quality: a comparison of online buyers and information searchers Managing Service Quality 13 6 2003 504 519
7. W.Y. Chiu, G.H. Tzeng, and H.L. Li A new hybrid MCDM model combining DANP with VIKOR to improve e-store business Knowledge-Based Systems 37 2013 48 61
8. S.-C. Chu, and Y. Kim Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites International Journal of Advertising 30 1 2011 47 75
9. J.E. Collier, and C.C. Bienstock Measuring service quality in e-retailing Journal of Service Research 8 3 2006 260 275
10. E. Constantinides, and S.J. Fountain Web 2.0: Conceptual foundations and marketing issues Journal of Direct, Data and Digital Marketing Practice 9 3 2008 231 244
11. E. Constantinides, L.R. Romero, and M.A.G. Boria Social media: A new frontier for retailers? European Retail Research 22 2008 1 28
12. Court, D., Elzinga, D., Mulder, S., Vetvik, O.J. (2009). The consumer decision journey. McKinsey Quarterly 3, 1-11.
13. E. Cristobal, C. Flavian, and M. Guinaliu Perceived e-service quality (PeSQ): measurement validation and effects on consumer satisfaction and web site loyalty Managing Service Quality 17 3 2007 317 340
14. G. Dennison, S. Bourdage-Braun, and M. Chetuparambil Social commerce defined 2009 IBM Corporation Research Triangle Park, NC
15. A. Dias, and P.G. Ioannou Company and project evaluation model for privately promoted infrastructure projects Journal of Construction Engineering and Management-Asce 122 1 1996 71 82
16. T.-P. Dong, N.-C. Cheng, and Y.-C.J. Wu A study of the social networking website service in digital content industries: The Facebook case in Taiwan Computers in Human Behavior 30 2014 708 714
17. D.C. Edelman Branding in the digital age: You're spending your money in Aall the wrong places Harvard Business Review 88 12 2010 64 69
18. M. Fassnacht, and I. Koese Quality of electronic services: conceptualizing and testing a hierarchical model Journal of Service Research 9 1 2006 19 37
19. H.P. Fu, K.K. Chu, P. Chao, H.H. Lee, and Y.C. Liao Using fuzzy AHP and VIKOR for benchmarking analysis in the hotel industry Service Industries Journal 31 14 2011 2373 2389
20. D. Gefen Customer loyalty in e-commerce Journal of the Association for Information Systems 3 2002 27 51
21. S. Gounaris, and S. Dimitriadis Assessing service quality on the web: evidence from business-to-consumer portals Journal of Services Marketing 17 4/5 2003 529 548
22. G. Graham, and A. Smart The regional-newspaper industry supply chain and the internet Supply Chain Management - An International Journal 15 3 2010 196 206
23. C.-I. Ho, and Y.-L. Lee The development of ane-travel service quality scale Tourism Management 26 2007 1434 1449
24. R.D. Hof Facebook's new ad model: You Forbes 188 10 2011 106 110
25. Z. Huang, and M. Benyoucef From e-commerce to social commerce: A close look at design features Electronic Commerce Research and Applications 12 4 2013 246 259
26. L.-Y. Huang, Y.-J. Hsieh, and Y.-C.J. Wu Gratifications and social network service usage: The mediating role of online experience Information & Management 51 6 2014 774 782
27. S. Janda, P.J. Trocchia, and K.P. Gwinner Consumer perceptions of Internet retail service quality International Journal of Service Industry Management 13 5 2002 412 431
28. A.M. Kaplan, and M. Haenlein Users of the world, unite! The challenges and opportunities of Social Media Business Horizons 53 1 2010 59 68
29. T. Kaya, and C. Kahraman Fuzzy multiple criteria forestry decision making based on an integrated VIKOR and AHP approach Expert Systems with Applications 38 6 2011 7326 7333
30. S. Kim, and L. Stoel Apparel retailers: website quality dimensions and satisfaction Journal of Retailing and Consumer Services 11 2 2004 109 117
31. Kim, Y.A., Srivastava, J. (2007). Impact of social influence in e-commerce decision making. In Proceedings of the ninth international conference on electronic commerce (pp. 293-302). Minneapolis, MN: ACM Press.
32. E. Kim, Y. Sung, and H. Kang Brand followers' retweeting behavior on Twitter: How brand relationships influence brand electronic word-of-mouth Computers in Human Behavior 37 2014 18 25 (August)
33. Y.C. Ku, R. Chen, and H. Zhang Why do users continue using social networking sites? An exploratory study of members in the United States and Taiwan Information & Management 50 2013 571 581
34. T. Kuo, and H.-L. Tang Relationships among personality traits, Facebook usages, and leisure activities - A case of Taiwanese college students Computers in Human Behavior 31 2014 13 19
35. K.K. Lam, and X.D. Zhao An application of quality function deployment to improve the quality of teaching International Journal of Quality & Reliability Management 15 4 1998 389 413
36. G. Lee, and H. Lin Customer perceptions of e-service quality in online shopping International Journal of Retail and Distribution Management 33 2 2005 161 176
37. E.-J. Lee, and S.Y. Shin When do consumers buy online product reviews? Effects of review quality, product type, and reviewer's photo Computers in Human Behavior 31 2014 356 366
38. X. Li, and W. Chen Facebook or Renren? A comparative study of social networking site use and social capital among Chinese international students in the United States Computers in Human Behavior 35 2014 116 123
39. Y.N. Li, K.C. Tan, and M. Xie Measuring web-based service quality Total Quality Management and Business Excellence 13 5 2002 685 700
40. Y.M. Li, C.T. Wu, and C.Y. Lai A social recommender mechanism for e-commerce: Combining similarity, trust, and relationship Decision Support Systems 55 3 2013 740 752
41. C. Liu, and K.P. Arnett Exploring the factors associated with Web site success in the context of electronic commerce Information & Management 38 1 2000 23 33
42. E.T. Loiacono, R.T. Watson, and D.L. Hoodhue WEBQUAL: Measure of website quality Marketing Educators Conference. Marketing Theory and Applications 13 2002 432 437
43. M. Long, and C. McMellon Exploring the determinants of retail service quality on the internet Journal of Services Marketing 18 1 2004 78 90
44. Marsden, P. (2009). How social commerce works: The social psychology of social shopping. In Available at socialcommercetoday.com/how-social-commerce-works-thesocial-psychology-of-social-shopping.: Social Commerce Today, Syzygy London, London, UK.
45. N. Michaelidou, N.T. Siamagka, and G. Christodoulides Usage, barriers and measurement of social media marketing: An exploratory investigation of small and medium B2B brands Industrial Marketing Management 40 7 2011 1153 1159
46. R.W. Naylor, C.P. Lamberton, and P.M. West Beyond the "Like" Button: The impact of mere virtual presence on brand evaluations and purchase intentions in social media settings Journal of Marketing 76 6 2012 105 120
47. S. Opricovic Fuzzy VIKOR with an application to water resources planning Expert Systems with Applications 38 10 2011 12983 12990
48. S. Opricovic, and G.H. Tzeng Compromise solution by MCDM methods: A comparative analysis of VIKOR and TOPSIS European Journal of Operational Research 156 2 2004 445 455
49. A. Parasuraman, L.L. Berry, and V.A. Zeithaml Refinement and reassessment of the servqual scale Journal of Retailing 67 4 1991 420 450
50. A. Parasuraman, V.A. Zeithaml, and L.L. Berry Servqual - A multiple-item scale for measuring consumer perceptions of service quality Journal of Retailing 64 1 1988 12 40
51. A. Parasuraman, V.A. Zeithaml, and A. Malhotra E-S-QUAL - A multiple-item scale for assessing electronic service quality Journal of Service Research 7 3 2005 213 233
52. Parise, S., & Guinan, P.J. (2008). Marketing using Web 2.0. In R. Sprague (Ed.), Washington, DC: IEEE Computer Society Press.
53. E.L. Pelling, and K.M. White The theory of planned behavior applied to young people's use of social networking web sites Cyberpsychology & Behavior 12 6 2009 755 759
54. J. Peluchette, and K. Karl Social networking profiles: An examination of student attitudes regarding use and appropriateness of content Cyberpsychology & Behavior 11 1 2008 95 97
55. C.E. Porter, N. Donthu, W.H. MacElroy, and D. Wydra How to foster and sustain engagement in virtual communities California Management Review 53 4 2011 80 110
56. G. Prendergast, D. Ko, and S.Y.V. Yuen Online word of mouth and consumer purchase intentions International Journal of Advertising 29 5 2010 687 708
57. L. Radcliffe, and M.J. Schiederjans Trust evaluation: An AHP and multi-objective programming approach Management Decision 41 6 2003 587 595
58. C. Ranganathan, and S. Ganapathy Key dimensions of business-to-consumer web sites Information & Management 39 6 2002 457 465
59. T.L. Saaty The analytic hierarchy process 1980 McGraw-Hill New York
60. A. Saxena, and U. Khanna Advertising on social network sites: A structural equation modelling approach Vision: The Journal of Business Perspective 17 1 2013 17 25
61. D.M. Szymanski, and R.T. Hise E-satisfaction: An initial examination Journal of Retailing 76 3 2000 309 322
62. D.G. Taylor, J.E. Lewin, and D. Strutton Friends, fans, and followers: Do ads work on social networks? how gender and age shape receptivity Journal of Advertising Research 51 1 2011 258
63. P.J.M. Van Laarhoven, and W. Pedrycz A fuzzy extension of Saaty's priority theory Fuzzy Sets and System 11 1-3 1983 199 227
64. S. Vinerean, I. Cetina, L. Dumitrescu, and M. Tichindelean The effects of social media marketing on online consumer behavior International Journal of Business and Management 8 14 2013 66 79
65. M. Wolfinbarger, and M.C. Gilly ETailQ: Dimensionalizing, measuring and predicting etail quality Journal of Retailing 79 3 2003 183 198
66. Z. Yang, and M. Jun Consumer perception of e-service quality: form purchaser and non purchaser perspectives Journal of Business Strategies 19 1 2002 19 41
67. Z. Yang, M. Jun, and R.T. Peterson Measuring customer perceived online service quality: scale development and managerial implications International Journal of Operations and Production Management 21 11 2004 1149 1174
68. Z.L. Yang, S.H. Cai, Z. Zhou, and N. Zhou Development and validation of an instrument to measure user perceived service quality of information presenting Web portals Information & Management 42 4 2005 575 589
69. A.L. Yeap, J. Ignatius, and T. Ramayah Determining consumers' most preferred eWOM platform for movie reviews: A fuzzy analytic hierarchy process approach Computers in Human Behavior 31 2014 250 258
70. B. Yoo, and N. Donthu Developing and validating a multidimensional consumer-based brand equity scale Journal of Business Research 52 1 2001 1 14
71. V.A. Zeithaml, A. Parasuraman, and A. Malhotra Service quality delivery through Web sites: A critical review of extant knowledge Journal of the Academy of Marketing Science 30 4 2002 362 375
72. J.Q. Zhang, G. Craciun, and D. Shin When does electronic word-of-mouth matter? A study of consumer product reviews Journal of Business Research 63 12 2010 1336 1341